Contact Centre Operating Models

Learning Level: Strategic Leader

Format: 3 Hours

Delivery: Virtual

A successful contact centre doesn’t happen by accident. This course gives you a practical blueprint for designing an operating model that aligns people, processes, technology and governance to deliver sustainable performance and exceptional customer experience.

Contact centres are the heartbeat of customer experience, yet many struggle with disconnected processes, unclear ownership, inconsistent service delivery and competing priorities. Without the right operating model, even the best people and technology can fail to deliver the desired outcomes.

This course helps you understand what great contact centre operating models look like and how they create the foundations for long term success. You’ll explore the essential components of an effective operating model and learn how each element contributes to performance, customer satisfaction and employee engagement.

Through practical examples and proven frameworks, you’ll discover how to align strategy, structure, capability, governance and technology around common objectives. The course will help you move beyond metrics and focus on creating a blueprint for success that supports both operational excellence and outstanding customer outcomes.

Whether you’re reviewing an existing operation or designing a new approach, you’ll leave with a clearer understanding of how the pieces fit together. You’ll gain practical insights that can be applied immediately within your contact centre, helping you create a climate of success where people feel supported, valued and accountable for delivering great results.

Course content

Operating Model Foundations Understand the critical components that create effective and sustainable contact centre operations.

Strategy Alignment Connect organisational objectives with customer experience priorities and operational delivery requirements.

Governance Frameworks Establish accountability, decision making structures and clear ownership across operations.

Organisation Design Explore structures, roles and responsibilities that enable effective service delivery.

Process Integration Align workflows and operational practices to improve consistency and customer outcomes.

Technology Enablement Understand technology’s role in supporting performance, efficiency and customer engagement.

Capability Development Build the skills, knowledge and behaviours required for operational success.

Performance Frameworks Create measures of success that drive improvement and strategic focus.

Customer Experience Design Ensure operating model decisions consistently support customer needs and expectations.

Operating Model Assessment Evaluate current effectiveness and identify opportunities for future improvement.

Learning outcomes

Design operating models that align customer experience, performance measures and organisational objectives.

Define clear governance structures that support accountability, consistency and effective decision making.

Evaluate operating model components to identify strengths, gaps and improvement opportunities.

Align people, processes and technology to support sustainable operational performance outcomes.

Create service delivery frameworks that improve efficiency while enhancing customer experiences.

Establish measures of success that support continuous improvement and strategic alignment.

Develop practical operating model recommendations that can be applied within your organisation.

Enquire here

Who should attend?

Contact centre professionals shaping contact centre structure, performance, and customer experience

What will you learn?

Design an operating model that drives performance and consistency.

How much is it?

£375 + VAT. Members receive a 20% discount.

Format Info

3 hour online workshop, using Zoom.

Group discount

Additional discounts available for group bookings

Enquire

For more than 30 years, the CCMA has been dedicated to supporting contact centre leaders. We push ourselves to do more for our thriving membership base, which is the largest community of industry professionals in the UK.

The CCMA was founded with the goal of sharing best practice and networking to improve skills and knowledge in order to progress contact centre operations - and we live by that to this day.

Quick Links

Resources

Contact Us

0333 939 9964
info@ccma.org.uk
CCMA Ventures Limited
5th Floor
16 Great Queen Street
Covent Garden
London
WC2B 5DG
CCMA LinkedIn

Reg No: 5799326